Call and Recall Team Administration Manager inWelwyn Garden City inWelwyn Garden City PUBLISHED 22 OCT 2024
Hertfordshire Community NHS Trust rUgufBtM
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Hertfordshire Community NHS Trust (HCT) provides community-based healthcare services in Hertfordshire, West Essex and parts of the East of England with a value driven approach that is innovative, caring and agile. HCT's Child Health Information Service and Community and School Aged Immunisation Service (CSAIS) work together with other stakeholders to identify eligible individuals and provide immunisations in community and school settings, as well as providing dynamic responses to disease outbreaks wherever required.
The role is to manage a team of call and recall administrators and develop the service offer. The call and recall service is a virtual call centre which contacts parents and carers of defined cohorts of children and young people, and other adults, to advise them that vaccines are due and either books into existing HCT clinics or directs individuals to the GP.
- To provide leadership to a team of administrators who work on a rota basis across Monday to Saturday, 10am to 8pm, to contact individuals, or the parents/carers of children and young people, eligible for vaccination.
- To provide team lead support for Call & Recall processes, including sickness reporting and monitoring, performance reporting and monitoring, annual and other leave processes, working closely with EoE CHIS Operational Management.
- To work with Specialist Immunisation Practitioners who will provide clinical advice and support.
- Act as a point of contact for the team in an appropriate and sensitive manner supporting new staff with training when required and providing staff with support where needed, applying leadership skills across the team and its hybrid homeworkers across the region.
- Take responsibility for co-ordinating staff in the event of having to implement business continuity plans, including responses to emerging incidents in stakeholder organisations, keeping senior leadership informed.
- To be supportive providing oversight for and ensuring that agreed SOPs are followed by the Call & Recall Team to ensure that data is processed safely and accurately with the intention of meeting service key performance indicators.
- Use established processes to assess and monitor team and individual performance, resolving issues locally where possible but escalating when required.
- Efficiently manage the call and recall administrator team to ensure a seamless delivery of administrative services for HCT call and recall.
- Management will include handling rotas, roster, leave requests, sickness and all other aspects of team management, as required.
- To support the team to work towards agreed objectives, which may change daily.
- Liaise with the Call and Recall Leads as required.
- To support the team with difficult conversations and challenging interactions, as they arise.
- To ensure the team keep accurate records both on the Electronic Patient Record and the trackers.
- To liaise with the CSAIS teams when needed to ensure clinics provided are suitable for the need.
- To use own judgement to plan and organise work within the agreed priorities and timescales referring to the Call & Recall Team Lead for support and clarification when necessary.
- Maintain a high degree of professionalism, particularly when interfacing with the public, team members and other stakeholders.
- Develop the process of client and user satisfaction feedback to help develop service provision.
- Maintain and update Standard Operating Guidance as needed for the Call and Recall team.
- To meet with external stakeholders, including NHS England commissioners, as required.
This interview will include a short test on MS Excel - please ensure you have access to computer in order to complete the test.
Interview date will be 13th November 2024 via MS Team.
Hertfordshire Community NHS Trust (HCT) provides community-based healthcare services in Hertfordshire, West Essex and parts of the East of England with a value driven approach that is innovative, caring and agile. HCT's Child Health Information Service and Community and School Aged Immunisation Service (CSAIS) work together with other stakeholders to identify eligible individuals and provide immunisations in community and school settings, as well as providing dynamic responses to disease outbreaks wherever required.
The role is to manage a team of call and recall administrators and develop the service offer. The call and recall service is a virtual call centre which contacts parents and carers of defined cohorts of children and young people, and other adults, to advise them that vaccines are due and either books into existing HCT clinics or directs individuals to the GP.
- To provide leadership to a team of administrators who work on a rota basis across Monday to Saturday, 10am to 8pm, to contact individuals, or the parents/carers of children and young people, eligible for vaccination.
- To provide team lead support for Call & Recall processes, including sickness reporting and monitoring, performance reporting and monitoring, annual and other leave processes, working closely with EoE CHIS Operational Management.
- To work with Specialist Immunisation Practitioners who will provide clinical advice and support.
- Act as a point of contact for the team in an appropriate and sensitive manner supporting new staff with training when required and providing staff with support where needed, applying leadership skills across the team and its hybrid homeworkers across the region.
- Take responsibility for co-ordinating staff in the event of having to implement business continuity plans, including responses to emerging incidents in stakeholder organisations, keeping senior leadership informed.
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- To be supportive providing oversight for and ensuring that agreed SOPs are followed by the Call & Recall Team to ensure that data is processed safely and accurately with the intention of meeting service key performance indicators.
- Use established processes to assess and monitor team and individual performance, resolving issues locally where possible but escalating when required.
- Efficiently manage the call and recall administrator team to ensure a seamless delivery of administrative services for HCT call and recall.
- Management will include handling rotas, roster, leave requests, sickness and all other aspects of team management, as required.
- To support the team to work towards agreed objectives, which may change daily.
- Liaise with the Call and Recall Leads as required.
- To support the team with difficult conversations and challenging interactions, as they arise.
- To ensure the team keep accurate records both on the Electronic Patient Record and the trackers.
- To liaise with the CSAIS teams when needed to ensure clinics provided are suitable for the need.
- To use own judgement to plan and organise work within the agreed priorities and timescales referring to the Call & Recall Team Lead for support and clarification when necessary.
- Maintain a high degree of professionalism, particularly when interfacing with the public, team members and other stakeholders.
- Develop the process of client and user satisfaction feedback to help develop service provision.
- Maintain and update Standard Operating Guidance as needed for the Call and Recall team.
- To meet with external stakeholders, including NHS England commissioners, as required.
This interview will include a short test on MS Excel - please ensure you have access to computer in order to complete the test.
Interview date will be 13th November 2024 via MS Team.
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